FoodMaxx FAQ

Order Support 

FoodMaxx and Instacart partner to offer 24/7 customer support for all online orders. For any assistance with orders on the website, please contact Instacart Support at 1-888-246-7822.

How to Place an Order 

You can search for specific items or browse by department. Recommendations based on your previous purchases may be presented to you.

Add items to your cart by clicking +Add or Add to Cart. Adjust quantities using the + or - buttons. Check your cart anytime by clicking the shopping basket button.

You can see the next available delivery time, the amount needed to reach order minimums, and your item total. When ready to check out, visit your cart and click the Checkout button. Add your delivery address and payment information, then place your order. Your groceries will be on their way soon, or you can schedule delivery up to 5 days in advance.

Can’t Find an Item? 

If you can’t find an item, try to be less specific. For example, instead of Sunnyside Farms 2% Reduced Fat Milk, try searching Sunnyside Farms Milk.

Order Status 

To check your order status on the website:

1. Click Account

2. Click Order History

3. Click on your order to view the status

Tracking Your Order in Progress

If you have text message notifications enabled, you’ll receive a message when your personal shopper begins working on your order.

1. Click Account > Order History

2. Click on Current order to see Shopped Items and view items already found and changes like replacements and refunds.

3. Approve changes or choose Other options for each item.

4. To chat with your shopper, click the Chat link at the top of the screen to add items or make other changes.

Tracking Your Delivery in Progress 

When it’s time for delivery, you’ll receive a text message with an estimated time of arrival. To give your driver last-minute delivery instructions, click Chat with shopper. (For safety reasons, drivers might not reply while en route.)

Order Changes 

If your personal shopper hasn’t started your order, you can update it on the Order page. If your shopper has started, you can chat with them for assistance.

Add a New Item

To add an item to your order:

1. Go to Account → Order History

2. Click on current order, add to order

3. Search for the item you want to add

4. Click the + sign to add to cart

5. Follow prompts for confirmation

Change Quantity or Remove an Item

To make changes to your current order:

1. Go to Account → Order History

2. Click on current order

3. In the item list, select the item you want to adjust

4. Click the number and adjust as needed

Approving Order Changes

You can select other options for replacements or choose a refund for the item.

To see items your shopper has already located:

1. Click Account

2. Click Your orders

3. Select your current order

4. Click See Shopped Items

5. Approve the change or choose Other options

6. If you don’t see the option you prefer, click Chat at the top of the screen to talk to your shopper.

7. When shopping is complete, click See Shopped items again to view all completed changes and items in your order.

Problem with Your Order

If you’re not completely satisfied with your delivery, we can usually resolve issues quickly. On the website, you can report:

• Missing items

• Incorrect items

• Damaged items

• Poor replacements

• Late orders

You’ll receive an email confirmation for any credits or refunds, and Instacart will notify you once other issues are resolved. Refund and credit amounts vary.

Receiving Your Delivery

After your items are picked and packed, a personal shopper starts the delivery process. Sometimes, the person who shops your order may not be the one who delivers it. To ensure timely delivery, we recommend:

• Watching for text messages and phone calls from the delivery driver

• Providing helpful instructions for parking, gate codes, or other clues to find your home

Driver Can’t Find Your Location

If the delivery driver can’t find your location, they’ll try to contact you via text message or phone call before taking further action. Unless requested, drivers cannot leave an order unattended. If a member can’t be found or contacted for an extended period, the order may be canceled.

Unavailable to Receive Delivery

If you can’t be there to receive your delivery, consider asking a friend or neighbor to get it for you. Inform the driver of the change by adding a note in the delivery instructions or sending a message through the website. Alternatively, you can select Leave at My Door Delivery at checkout. Leave additional instructions for your shopper and receive a photo confirmation once your groceries are delivered.

Payment Issues

All transactions for your Instacart order and shopper’s tip adjustments occur within the Instacart app. External payments like cash, checks, or third-party apps (Venmo, Zelle, etc.) are not necessary. If you or your shopper experience payment issues, seek help through your Instacart app. All payments occur within the app, and you’re not required to reimburse your shopper for any reason.

Tipping

Instacart encourages tipping to show appreciation for excellent service. 100% of your tip goes directly to the shopper delivering your order. The default tip is 5% or the percentage you chose for your most recent order, whichever is higher. There is a minimum suggested tip of $2 per individual warehouse delivery. Tips are optional and may be adjusted up to 24 hours after delivery. You can modify the tip while placing an order and after delivery is complete.

Rescheduling a Delivery

You can change your delivery date and time until a shopper begins working on your order. Here’s how to reschedule:

• On a computer: Click Account → Order History; on a mobile device, use the side navigation and click Order History

• Locate the order you’re rescheduling and click Reschedule

• Choose a new delivery time and/or date

• Click Save

The new delivery date/time will update in the Order Info box. You’re all set!

Refund, Returns, and Cancellation Policy

Refunds and cancellations are subject to certain conditions. Please read carefully to understand our policies.

Refunds To request a refund, you must do so within 7 days of delivery. Notify us as soon as possible if your order:

• Is missing items charged on the final receipt

• Contains damaged, spoiled, or otherwise unusable items

Refunds are processed immediately, but it may take 5-10 business days to see the funds in your bank or credit card account, depending on your bank. Refunds won’t appear in your Instacart account. You can see any Instacart credits in the Credits, promos & gift cards section of your Instacart account. Credits will automatically apply during checkout on your next order.

Returns You can return items to Lucky with your digital receipt, subject to the FoodMaxx return policies.

Canceling an Order

You can cancel an order for a full refund without additional fees before a shopper begins shopping. The process is simple on a browser or in the app:

1. Select Account → Order History

2. Select the order you’d like to cancel

3. On the Order page, select Cancel order

If you cancel during the shopping or delivery processes, you may be charged a cancellation fee of up to $15. To cancel after shopping has begun, contact Instacart Support at 1-888-246-7822.

Instacart Express

Linking your Instacart Express membership to your FoodMaxx account allows you to use your Instacart Express benefits while ordering through the FoodMaxx website. To link:

1. Log in to the shop.foodmaxx.com site

2. From the homepage, select the Account button at the top right corner next to the cart icon (it should show your membership account name)

3. Select My Profile

4. You should see a box on the right asking to link Express membership to Instacart Account

5. Enter your Instacart email and password, then select Log in

6. An authorization box will pop up asking you to authorize FoodMaxx to use your Instacart account. Select Allow

Your Express membership is now linked to your FoodMaxx account!

Authorization Holds, Recurring Payments, and Unknown Charges

Authorization Holds and Adjusted Totals

When you place an order, a temporary authorization hold is placed on your card, typically about 15% higher than your order total. This covers any changes like added items or price differences if a shopper swaps an item. You might see multiple holds if you add items after placing your order. The hold amount adjusts to the actual cost after delivery, and it can take up to 7 days for the pending charge to drop, depending on your bank.

You could see more than one authorization hold if adjustments after checkout exceed the original amount, or if the original hold expires before delivery due to the order being placed several days in advance.

Authorization Holds and EBT SNAP

For EBT-eligible items like produce and deli, we hold 10% extra in case the fulfilled amount exceeds the requested amount. Authorization amounts will never exceed approved EBT funding.

Why Different Final Totals?

The total you see when you place an order includes taxes, fees, and an estimated total. The final total might differ due to:

- Refunds for out-of-stock items

- Shopper replacements with different-priced items

- Additional items added after the order

- Weight differences in items like fruits or veggies

-Increased shopper tip after delivery

Recurring Charges

Recurring charges only occur if you renew an Instacart+ subscription.

If something seems off and doesn’t match the situations described above, please reach out to us. We’ll need to confirm a few details to get started, and we can resolve the issue much more quickly than going through a bank dispute, which could freeze your account and take up to 90 days to resolve.